POSITION OVERVIEW
Vice President, Technical Support. ThreatLocker, Inc., Orlando, FL; FT (40 hours per week) (Must be available nights & weekends).
Duties include: leading the Technical Support Team, providing oversight and management to ensure the delivery of strategic and technical support to ThreatLocker's business clientele, which includes: leading, mentoring, and developing a high-performing technical support team that is capable of scaling ThreatLocker's customer service; developing and maintaining ThreatLocker's "sub-60 second response time" and ensuring that client and customer issues are addressed by the Technical Support Team promptly, accurately, and effectively; setting clear performance goals and metrics for the team; ensuring all customer and internal tickets are dealt with and treated with a sense of urgency by the Technical Support Team; and developing and implementing performance metrics addressing the Team's Response / Resolution Time, Quality of Support provided, and measuring Customer Satisfaction in order to effectuate Process Improvement within the Team and among Interdepartmental Collaboration; training and developing the Technical Support Team, which includes providing technical expertise in cyber security and knowledge of ThreatLocker's products that will be utilized and implemented by the Technical Support Team to support customers and ensure success, identify skill gaps and provide targeted training to address them; and stay informed about industry trends and best practices to ensure ThreatLocker remains at the forefront of technical support; and collaborate with other departmental Managers to improve processes and workflows within the Team.
Travel is not required. Position is based in Orlando, Orange County, FL. The role is an in-office position.
REQUIRED QUALIFICATIONS
Must have five (5) years of work experience as a Service Manager in Cybersecurity, during which time worked on projects providing IT support to businesses, which includes: 1) managing teams of technicians, dealing with escalations, providing tier 3 level support, managing IT projects, and maintaining client relationships; and 2) evaluating IT issues and architecting solutions, selecting products (both hardware and software) and in overseeing the subsequent deployment and support of these solutions. During the five (5) year period must have demonstrated proficiency using the following skills: Cyber Security, IT Infrastructure, Service Desk Management, Customer Relationships, Tier 3 Technical Ability, Windows Server, WMWare/Hyper-V, Backup / Disaster Recovery, and Networking.
